Linking broadband and mobile accounts and app issues

[garywood84]

I know there have been ongoing issues with linking mobile and broadband accounts since "New" EE launched last year, work issues widely reported here.

EE claims those issues are now resolved and that "the majority of customers can now use the app successfully".

I'm sceptical, but if it's true, I'm in the minority for whom it doesn't work. Outstanding issues for me are:

• My broadband and mobile accounts have become unlinked, so I can only see my mobile account in the app and have no way to see or manage my broadband or home network.
• The app and website don't load my account properly, so I can't see all the details, with error messages in their place. In particular, I can't see any billing information.
• EE WiFi didn't accept my login details at hotspots, so I can't use them.
• My BT Advanced Digital Home Phones with Alexa don't work with the Smart Hub Plus to deliver the Alexa service, despite my being told when I was persuaded to move over from BT that they would continue to work.

I'm curious to know if other customers still have these issues. 

Since November, my Executive Complaints manager has been crediting my account each month, so I haven't been paying for the broadband. He's away from the office at the moment, so another Complaints Manager has picked up my case, but he wants to draw it to a close, so is saying he won't provide credits in future, but will let me leave the contract without penalty. I'm getting tempted to do that and move both my broadband and mobile to Vodafone. I've spoken with it's sales team tonight, and for comparable service across my phone and broadband, it would be about £94 a month cheaper anyway...

[Carolinehp]

Hi Gary.

Yes, I'm still having the very same issues, it's not fixed as advised by customer service back in April 24.

I was "Migrated" from BT to EE without my knowledge, it took EE 2 months to eventually find tbis out! Apparently, this happened because I kept complaining about my slowing internet speed,  it's even slower  since the migration and now they have dropped the guaranteed speed to match!!! It's a total cop out.

As for the billing, again it's a total disaster and nothing has been done.

I too am looking into leaving BT/EE, they don't even care that they are loosing customers,  as BT said, they have given residential to EE so they can "Run with it", BT plan only to look after the business side of things, despicable.

It's an all round cop out BT should be ashamed, even the engineers are in the dark with it all, they still have me on the call list as a BT customer 7 months after they threw me over to EE.

Yes, I'm am very angry about the whole   

 s  h  i  t  t  y    thing that BT has and still is allowing to happen, they don't care.

If your new to BT/EE it seems all is good, but older customers are dropping like flies.

[WantBTback]

Me too. Identical problems to Gary. BtT dont care and EE are incompetentand dont care. 

My issue started in January 2024 and as of mid September still remains unresolved in that I cannot see my mobile and broadband accounts on the same login.my issue started in January 2024 and as of mid September still remains unresolved in that I cannot see my mobile and broadband accounts on the same login. I can see my bills but I have to login to the app for mobiles and via webpage for my broadband.. I also spent four hours in an EE store getting it to this point, 

And they had to create dummy email addresses and false passwords to allow the system to work meaning that I have some ridiculous email and a made up password which is not secure on both my accounts and now I’m too scared to change anything. Linking of the two email addresses and two accounts still doesn’t work either by the website or the app and request that you phone customer service who frankly are nice people but clueless. BT need to take a grip of EE and shake them very hard. If coverage for Vodafone was better where I live I would make the change tomorrow. 

[WantBTback]

I hope your issues have been fixed by now but somehow I doubt it. I issues go back to January 2024 and are identical to yours and remain unresolved. I’ve been with BT for nearly 30 years had a single account for broadband and two mobiles and I’ve stuck with BT through 2nd and thin. BT decision to offload consumers to EE is the worst thing that they have done and essentially will drive customers into the arms of every other competitor.. BT decision to offload consumers to EE is the worst thing that they have done and essentially will drive customers into the arms of every other competitor. If Vodafone happened to have a tower closer to where I live then I would swap to them immediately.
The chairman of BT needs to be held account for this appalling decision and the guy who runs EE needs to be fired.The chairman of BT needs to be held account for this appalling decision and the guy who runs EE needs to be fired.Four hours sitting in an EE store the issue still remains unresolved